Improving government services through end-to-end UX design for a bin delivery system
Workflow Optimization ● CMS ● Responsive Dashboard ● Figma
Summary
This project with Montgomery county government was focused on redesigning a complex, multi-platform system used to manage recycling bin delivery requests. Our goal was to simplify workflows for internal staff, increase operational efficiency, and reduce the growing backlog of unresolved requests — making public services more accessible and responsive.
About the Client
The Department of Environmental Protection (DEP) in Montgomery County, Maryland, oversees the delivery and replacement of recycling bins for residents. Facing increasing service demands and relying on outdated systems, DEP was eager to adopt human-centered design approaches to modernize their operations and better serve the community.
Scope of Work
Working within a team of 5 Product Designers, we led a full end-to-end UX design process:
Conducted stakeholder interviews and user research to uncover pain points.
Mapped workflows and identified system friction points across staff.
Wireframed and prototyped solutions for responsive, multi-platform access.
Validated design iterations through usability testing sessions with the staff.
Delivered a high-fidelity design prototype ready for cross-platform development.
Impact & Results
Reduced process steps by 40%
significantly decreasing staff and delivery drivers workload.
Reduced usage of external software tools
from 5 to 1 by streamlining integration flows and removing process overlaps.
Improved communication speed by real-time updates
between residents and the DEP team, cutting overall response time from over 2 days to less than an hour.
Role
Product Designer, User Researcher, Project Manager (rotational)
Timeline
Sep 2023 - May 2024
Tools used
Figma
Notion
Zoom (User Testing)
Services
Interviews and Surveys
Field Study
Journey Mapping
Information Architecture
UX Design
UI Design
Prototyping
Usability Testing
The Problem
The DEP’s existing process for managing recycling bin deliveries was cumbersome and inefficient. We were tasked with creating a viable solution within just nine months — a challenging timeline given the layers of complexity:
Strict security protocols mandated for government systems
Tight budgetary constraints
Multiple layers of approval before implementation
Frustration with Data processing and Scheduling
The manager relied on five different software tools for request processing and scheduling, which made their process complicated.
Workload with delivery
The delivery drivers had to manage both physical deliveries and additional administrative tasks, increasing their workload and error rates.
Delayed communication wth residents
Residents had limited visibility into their service requests after submitting them, which caused frustration and an overload of follow-up inquiries.
Problem Statement
How might we redesign the bin delivery process to reduce operational complexity, equip staff with real-time visibility, and create a transparent, user-friendly experience for residents?
Our Approach
We organized our process into five key sprints focused on iterative discovery, teamwork, and ongoing user feedback. We adapted the Google Ventures Design Sprint method to accommodate the project's complexity and extended timeline. Each sprint lasted 4 to 5 weeks. We set a main goal for each sprint, along with smaller milestones that helped us reach the overall objective.
Sprint #1
Understanding the Existing Workflow
We mapped out the current workflows, interviewed stakeholders, and identified key friction points in DEP’s processes.
Sprint #2
Researching Potential Solutions
We explored feasible solutions based on research findings, considering technical, operational, and budgetary constraints.
Sprint #3
Setting a Design Direction
We crafted the optimal user flow and information architecture for the new web-based application to support staff and resident needs.
Sprint #4
Design and User Testing
We designed wireframes and prototypes, then engaged users (both staff and residents) for usability testing to validate our design decisions.
Sprint #5
Finalizing Designs and Developer Handoff
We incorporated feedback, refined the user experience, established a scalable design system, and prepared a complete handoff package for developers.
1. Understanding the Existing Workflow
We kicked off the project by deeply immersing ourselves in DEP’s operations. Through stakeholder interviews with the manager, we learnt that the whole team operates in silos, relying on multiple applications for processing the service requests, scheduling and sharing with the drivers. We spent time in the field, shadowing the delivery drivers and observing firsthand how they managed resident inquiries.
2. Researching Potential Solutions
With a clear understanding of the existing system, we transitioned to identifying gaps and envisioning opportunities. We synthesized research insights into a prioritized list of user needs and technical must-haves, carefully balancing ideal features against real-world constraints like budget, licensing, and security protocols. We analyzed over 30 software tools based on the defined features.
At this stage, we proposed three potential solution directions:
Solution 1:
Integrate external software
High Risk/ High Efficient
Solution 2:
Update Existing Case Management System
Low Risk/ Medum Efficient
Solution 3:
Leverage current DEP software licenses
Low Risk/ Low Efficient
We encountered an unexpected challenge - the DEP program manager transitioned out, resulting in a 3-week delay. Rather than losing momentum, we used this time strategically to deepen our understanding of backend data flows and strengthen alignment with the development team. This proactive approach positioned us to move quickly once the new manager came on board.
After evaluating feasibility with the new IT leadership team, we moved forward with Option 2:
Customizing an existing case management system allowed us to minimize costs, shorten development timelines, and retain flexibility and data control — critical factors for a government agency.
3. Setting a Design Direction
With a clearer next step ahead, we leveraged our findings to redefine the existing CMS architecture. We envisioned and outlined the essential features that the new application should provide, while also evaluating the MC311 system and the capabilities of the internal database. We temporarily set aside the possibility of integrating route planning using ArcGIS due to budget constraints.
The ideal workflow consolidates data processing, scheduling, and order closing into a single application
New Information Architecture for the Bin Delivery System application
4. Design and User Testing
With the application framework secured, we shifted focus toward designing intuitive user experiences and validating them through usability testing. We created low-fidelity prototypes for each primary role—office managers and drivers — to ensure the design was responsive across desktop and tablet devices, supporting real-world usage conditions.
We developed mid-fidelity prototypes and conducted usability testing with 5 delivery drivers and 2 office managers. User feedback drove critical refinements that enhanced efficiency, reduced complexity, and made the system more accessible for newer staff members.
Initial sketches and iterations of the dashboard ( I took the ownership of the dashboard feature )
I created tasks and test scripts for usability testing sessions with my teammate, both in-person and remote testing.
5. Finalizing Designs and Developer Handoff
As the project neared completion, we developed a fully functional high-fidelity prototype that accurately reflected stakeholder needs, user insights, and technical constraints. We conducted a second round of usability testing focused on validating edge cases and ensuring the system worked seamlessly across all user scenarios. To support a smooth development process, we meticulously documented all interaction patterns and backend integrations.
Office managers dashboard screen with developer notes
Drivers dashboard screen with developer notes
Figma components for the Dashboard
The Solution
We designed a semi-automated scheduling and case management tool that streamlined operations for staff and improved transparency for residents.
Centralized Dashboard for Managers and Drivers
A unified dashboard consolidated case information, scheduling tasks, and request statuses in one place. Staff could quickly prioritize, assign, and track service requests without needing to switch between multiple systems.
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Demo of the Application
Figma prototype which demonstrates the process workflow of the staff from dashboard tracking, case request management, and scheduling.
Streamlined Scheduling System
A semi-automated scheduling tool allowed office managers to clean incoming request data and assign deliveries efficiently. Scheduling steps were reduced by 40%, resulting in significant operational time savings and a decrease in manual errors.
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Integrated Case Management
We customized the existing case management system to support seamless API connections, enabling real-time updates between MC311, DEP staff, and residents. DEP staff could easily update case statuses, escalate issues, and view full request histories without redundant data entry, thereby reducing the repetitive data cleaning process.
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Driver-Side Request Management
Drivers accessed a tablet-friendly interface that displayed optimized delivery routes, utilizing ArcGIS integration (this feature would be introduced later). At each stop, drivers could close out orders in real-time, mark deliveries as complete, and trigger automatic updates back to the resident-facing system, reducing administrative overhead.
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Process Improvement Comparison
Reflection & Key Takeaways
This project pushed me to think critically, communicate clearly, and navigate ambiguity within a complex government environment. It strengthened not only my design skills, but also my ability to drive collaboration and creative problem-solving under real-world constraints.
✦ Design for edge cases
Boundaries like limited budgets and fragmented systems pushed us to find creative, scalable solutions.
✦ Cross-functional collaboration matters
Partnering with developers, IT leads, and field staff sharpened my ability to speak cross-functional languages and translate design intent into practical, scalable solutions.
✦ Prototype early
Low-fidelity sketches and quick testing cycles allowed us to validate core concepts early, ensuring we solved the right problems before investing time in visual design.
✦ Stakeholder alignment is a continuous effort
From leadership transitions to shifting priorities, I learned the value of clear documentation, frequent communication, and building trust across departments to keep projects moving forward.
What will I Bring to Future Projects?
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Human-centered mindset
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End-to-end UX expertise
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Cross-functional collaboration
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Impact-driven thinking